Customer Success Manager - SMB Accounts

United Parcel Service, Inc.; Lehi (UT); On-site; USD 52,000 - 78,000; Full time

Job summary

United Parcel Service, Inc. is seeking a Customer Success Account Manager - Signature to support a Utah territory including Lehi, Draper and Murray.

The role focuses on high-volume, smaller accounts, driving satisfaction, retention, and growth through data-driven guidance and proactive engagement. You will coordinate with sales, support, and UPS operations to deliver supply chain solutions, monitor health metrics, and identify upsell opportunities while providing value-driven recommendations to

Qualifications

• 0–4 years in customer success, support, or related customer-facing roles.
• SMB account management experience.
• Ability to manage multiple customer engagements through strong organizational skills.
• Data-driven mindset.
• Excellent written communication skills.

Responsibilities

• Serve as primary contact and advocate for assigned accounts.
• Handle routine inquiries with standardized solutions and escalate complex issues.
• Coordinate with sales, support, and UPS operations to deliver supply chain solutions.
• Proactively engage existing customers to enhance value and prevent churn.
• Conduct periodic virtual check-ins and performance reviews to assess satisfaction and identify improvements.
• Identify low-touch upsell opportunities and guide customers to resources for additional value.
• Develop strategies for upselling/cross-selling opportunities to drive account growth.
• Drive product adoption and educate customers on products and services.
• Manage a large portfolio of lower-tier accounts with a focus on efficiency and scalability.
• Monitor customer health metrics to measure satisfaction and prevent churn.
• Update UPS DRIVE with retention data, planning next steps for churn prevention/growth.

Skills

Customer success

Account management

Organizational skills

Data-driven mindset

Written communication

Job description

United Parcel Service, Inc. is seeking a Customer Success Account Manager - Signature to support a Utah territory including Lehi, Draper and Murray.

The role focuses on high-volume, smaller accounts, driving satisfaction, retention, and growth through data-driven guidance and proactive engagement. You will coordinate with sales, support, and UPS operations to deliver supply chain solutions, monitor health metrics, and identify upsell opportunities while providing value-driven recommendations to